SAP Knowledge Base Article - Public

2574460 - No Employees are Shown for Agent Field in Service Ticket

Symptom

You are trying to assign an employee in the agent field , but the object value selection is empty

Reproducing the Issue

  1. Go to Service work center
  2. Go to Tickets view
  3. Select show All and find for ABC (ABC represents the id of the ticket)
  4. Select the field Agent

Here you will see that the object value selector shows no values

Cause

This field is using the employees,  as object value selectors and the value help access context is tied to the employee list under work center people.Only when user who has access to the work center view employee , then the values are shown in the employee object value selection

Additionally access restriction can be setup at user level or business role to control which instances within the employee list can be visible to end user. This way you can control what appears in the employee list for end user and this is rule is valid in the employee object value selection as well.

Resolution

As an administrator , you can assign the affected business user / business roles with the workcenter using the steps below

  1. Go to Administrator work center
  2. Go to General Settings view
  3. Select Business Role
  4. Open the business user / business roles ABC (ABC represents the id of the business role / business user)
  5. Select Edit and choose Access Rights
  6. Go to Work Center and View Assignments
  7. Select the checkbox for Assigned to Business Role / User , for Work Center Name : People and Work Center View Name : Employees
  8. Select Save

Keywords

Agent employee empty ticket , KBA , tickets , administrator , access , access context , agent , people , business role user , employees , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer all versions